Learn how to manage customer cases in the Service Console with these four easy steps:
1. Organize your cases using list views
Use list views to group certain case records together, so your agents can easily track and find cases in the Service Console.
2. Quickly identify important information by examining the case fields
By exposing the right case fields in the list view, your agents will be able to see important information on cases right away when they open the Lightning Service Console.
3. Send emails, log phone calls, and post on chatter using case feed actions
Respond back to the customer using the “Email” action and log any phone activities using the “Log a Call” action under the case feed. If you need to collaborate with other members within your team or other Salesforce users on the case, reach out to them by posting a comment on Chatter using the “Post” action.
4. Capture business data and update important fields
Update your case fields under the “Details” tab to track the case status, priority, and custom fields that are important for categorizing cases. These fields will provide a wealth of information on case trends and metrics around your team’s performance.
Learn more about Service Cloud, the Service Console, and how to create and update a case.